Freshdesk vs Jira Service Desk Comparison Chart

Summary
Pricing
Details
Top features
Typical customers
Support options
Mobile apps
Android
iPhone/iPad
User reviews
Value for money
Ease of use
Features
Customer support
Users recommended to a colleague
Integrations
Security
Audit logs
Encryption
File sharing
Security alerts
Access control
Data policy
Social presence
Facebook
Twitter


Reviews

Will Powell

Freshdesk is awesome! Very simple and easy to use :)

2018-07-12

Pros

I was using Jira Service Desk before and I had a lot of trouble developing smooth workflows.

Cons

Hmm, nothing I can think of at this point! Haven't had any troubles so far. I'll update my review if I do!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Anonymous
(Legal Services company, 51-200 employees)

Drastically improved the way we deliver and report on customer support

2018-09-21

So much better than email or JIRA service Desk (what we were using before).

Pros

- Clean easy-to-use interface - Intuitive ingestion of email chains (every other product we tried sucked at this...) - Slick support portal - Good automation tools - Great integrations and API options (Slack and JIRA work well)

Cons

- Lack of functionality/separation for a multi-product setup (the only real separation between products is the 'Product' metadata field and the support portals - ideally we would like separate lists, and bespoke ticket fields & signatures for each of our products we support) - inability to create 'new pages' in the support portal. - Lack of functionality in the Contact and Company sections - filtering, sorting, custom column views? Whats the point of adding a tag if i can't sort or filter by it? I end up having to take the info offline all the time... (also annoying it shows Twitter, facebook and other fields we have no use of that for some reason are 'mandatory'..) - No ability to change the main 'contact' of a ticket - we are having to create new tickets and merge them to get round this which is fine but be good to be able to change this on the fly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Chris Reichert

Verified Reviewer

Jira Service Center - The turnaround story.

2015-02-06

I am a Jira user of about 6 years, so of course I wanted to use it for my Service Desk instead of paying 19 a month for Freshdesk... Well, the pricing structure was terrible when it was release.

Pros

under 10 agents is only $10 a year for the service desk and $10 a year for Jira if you host your own.

Cons

Have to use another system for Remote Control, but I already use Screenconnect, so not a problem.

Source: GetApp
2 of 2 people found this review helpful
Helpful?   Yes   No
Jira Service Desk Reviews
Jira Service Desk
Simple service desk built on Jira
Read more
Alex Ballarin

Easy to use, well integrated with other Atlassian products

2017-02-25

The alternative was Freshdesk, but Jira Service Desk had a way better integration with Jira, the tool they are using for all the software development, issue tracking and project management.

Pros

Easy to use Powerful and extensible Pricing model based on agents, it is not cheap but you can have unlimited customers for free

Cons

Not so mature in terms of reporting, automatic queue management, etc.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Jira Service Desk Reviews
Jira Service Desk
Simple service desk built on Jira
Read more